Service quallity and customer satisfaction of Ghana water company limited: A study of customers in the Accra metropolis

Abstract

Customers buy goods and services for value and utility (quality and satisfaction). Ghana Water Company Limited (GWCL) as a utility company is mandated to provide portable or quality water for human consumption in the urban areas of Ghana but it had been criticized over time for poor services. This study was therefore undertaken for the purpose of examining the relationship between service quality and customer satisfaction of GWCL in the Accra Metropolis. The design for the study was a descriptive survey. The purposive sampling, stratified random sampling technique and the convenience sampling method were used in selecting the sample. In all, 125 customers of GWCL’s were used. Questionnaire was the main instrument used for the collection of data. Data were analysed using frequencies, percentages, means, standard deviations and the one-sample t-test. Results of the study revealed that customers were not satisfied with the quality of service by GWCL in the Accra metropolis. It was also indicated that the level of average satisfaction was quite low with respect to GWCL monthly billing and physical facilities. However, with regards to providing complete and accurate information and quotation, customers had their complaint unresolved. It also revealed that GWCL occasionally notified its customers for major repairs and maintenance schedules while majority of their service interruptions were not communicated to its consuming populace. It was recommended that Management should ensure accurate monthly billing and improve upon its physical facilities especially offices and major installations and should inform customers before supply is interrupted to improve public relations to ensure service quality.